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Complaint Details
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Initial Complaint
07/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I planned to use Zipcar for the first time today and I had a horrible experience and it seems customer service isnt too interested in providing an adequate resolution. I ordered a Zipcar on 7/6/24 and when I went to pick it up the car had a flat tire. These things happen. Then I called customer service and the booked me another car 2 miles away and the car wasnt there. This whole ordeal caused me several hours of lost time and a terrible time for my family as it ruined our day we had planned to spend together.
Business response
07/10/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
07/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Im a rental car customer . Saturday I discovered I had a flat tire I contacted roadside assistance to no avail .They told me they would arrive in 30 to 50 minutes that was at 7:30 Saturday evening after making many phone calls, being put on hold for hours, hung up on, No one arrived until12:00. I was left on the side of the road for five hours. I am still waiting for a callback from customer service to resolve this issue. Im frustrated and I dont know who to contact about this issue. Please help me resolve this issue immediately. My phone number is ************. Best regards *****************************.Business response
07/10/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
07/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received this Email on May 13th stating my account was cancelled due to unauthorized activity with fuel card. The email is below, l have since sent 3 reply Emails to Zipcar to no response. To say l am GUILITY before l can defend myself is unjust and not fair by any ways or mean. I ask Zipcar to contact me to discuss this matter.[ZIPCAR EMAIL]Account Review Team *********************** NA)May 13, 2024, 1:28PM EDT Hi *******, It was brought to our attention that during your reservations, there were unauthorized purchases of fuel.Accordingly, your account has been closed, and a charge of $711.51 has been applied. More information on our policies regarding account termination can be found in your member contract in section 8.[My response June 4th]Do l not have the right to know what evidence you have and how you come to that figure of $711.51? Is the decision made solely on your policies?Please stop attempts on my credit card. I did not agree for you to charge my card $711.51 when l have not had a chance to address this before you doing so. Everyone has a right to defend themselves first.To just cancel my account with all the years l had been with zipcar, l believe is unjust and not fair!I will try all means to get my account back active.Thank you.************************************Business response
07/09/2024
We have reached out to the member, confirmed the account was handled in compliance with the member contract, and believe the matter to be resolved.Initial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On June 1, 2024 Zipcar decided to charge me for a car rental that I apparently misunderstood said terms for. They told me someone else had rented the car and they had to charge me extra than my planned rental price since the car became unavailable to the next customer and they could not reach me. The car also became unavailable to me. I was charged a towing fee along with other charges I assumed I were ridiculous for my first ride experience with them. Upon my attempts to contact Zipcar I found it to be useless since most of their employees hang up or don't speak when answering the telephones. By the time I was able to speak with someone there had been too much time lasped for customer service to resolve the situation. Further more now I can't even use the service because of said charges.Business response
07/03/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I tried reserving a car last Thursday, June 6, 2024 during the night and wasn't able because I needed to reactivate. I needed a car for that Friday morning, I tried to reserve early for a whole day (at least 12am) reservation for $98. The system didn't let me. I tried reserving only for 3 hours using the $50 credit that you awarded me and it was a success! Since I originally needed the car for all day and night on Friday, I manually started extending on the app for 2+ hours a couple of times until the app stopped working. My credit card was charged everytime I hit the "extend" button, but it seems that no charge went through. In my bank account the balance kept getting reduced as I extended my car. When I got a message that my Zipcar account had a balance,the representative understood and extended the reservation until 9pm to give me time to verify with my bank what was going on,my bank found NO issues with the card or charges but still I couldn't extend for 24hrs as I intended at the beginning. I still had the issue with Zipcar billing plus my card had too many charges every time I hit extend it showed processed but the representative stated that she apologized. I was not done with using the car and I tried to extend before 9pm with no luck.Since I was unable to extend I started driving to home base to return the car, I started a new phone call with a representative but was on hold for so long waiting that I finished the ride and waited for representative to open investigation.The representative said that she will escalate to billing.I called back on Monday, June 11th and was told that she didn't see any "escalation" on the issue and that she "will escalate to billing" and that I should hear in 2-3 more days. I do not see any reply emails from billing, where I submitted with screenshots of my bank account with all the ********************** charges and no resolution to this date! I only wasted to rent the car for 24hrs, for $98 and using the $50 credit. As of today NO ANSWER!!Business response
07/10/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
6/13/24 - I reserved a white ****** Sienna nicknamed Doofenshmirtz from 6/21/24 7am to 6/23/24 7pm for $336.46.6/21/24 5:00am: I received a text message at saying that ************* was no longer available and that they were finding me a car to replace it. 6:19am: I spoke to ***** on the phone for 46 minutes. ************* was in an accident and needed a wheel alignment I was told. I was offered a car in ************. Approx 30 mins away by ****. I was eventually given ****** Rogue called Zhoa from 7am-7pm at a location closer to my home. For $106.22. I told ************ was going to be late for the event I needed the car for and that I would have to figure out the Sat-Sun reservations later. I asked if a credit could be given so I didnt have to pay again for the same time slot and he said no. I reluctantly agreed to a $230 refund.10:20am: I made a reservation for 6/22-6/23 and had to pay $352.33 for the car. This is not the original price I paid and seemed convenient for Zip Car to inconvenience me and charge me more. 1:59pm: ***** added a $100 credit to my account for the inconvenience and then somehow a charge of $95.83 was added to my account to nullify my credit.Business response
07/02/2024
We have reached out to the member and believe the matter to be resolved.Customer response
07/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
06/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to formally express my dissatisfaction with the recent experience I had with Zipcar service. I had a reservation which resulted in numerous issues, significantly impacting my experience.Upon receiving the vehicle, I discovered it was in a deplorable state trash and rotten food and dirt, clearly not maintained to the expected standard. Gas near Empty. Furthermore, the gas card provided was non-functional, compounding the inconvenience. Brought my grandmother for chemo and had to put ***** cash to get to hospital...after leaving nearly on E almost stranded but just made it back to get home When I approached the customer service representative to address these concerns, I was met with disregard. The representative, displaying unprofessional behavior, laughed at my complaint and failed to take my concerns seriously. Additionally, they declined my request to escalate the matter to a supervisor. Then later promised a supervisor will call after saying I will make a report. No one ever reached out. The resolution offered was inadequate and did not address the fundamental problems I encountered. Overall, I am thoroughly dissatisfied with the service and the handling of my complaint.A second call a representative was a lot kinder but there was still no befitting resolution although at the very least a credit that dud not match the issues at hand. I hope this feedback will be taken seriously to prevent similar incidents in the future.Business response
07/03/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked a zipcar for the first time for 6/16/24. I walked to the zipcar location that day only to find out that the car was never returned. At the very least, zipcar should have notified me that it was not returned before I bothered to walk over there. This was deeply problematic for me and all I received after calling customer care was a refund. However, this unforeseen issue cost me in several ways: lost time, additional costs as I had to find another way to get to my destination, and mental stress. I have already emailed zipcar but they have not responded back to me in over a week. I want a refund for the additional costs I incurred as well as the stress and time spent going to pick up a car that was not available in the first place. My total costs were $154.45.Business response
07/02/2024
We are actively working with the member to resolve the issue.Customer response
07/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
********************-******Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm a longtime Zipcar customer. I took a short local trip on June 3, 2024 10pm until June 4, 2024 2:30am. Initially the trip was supposed to end at 2am and when I attempted to extend the trip, that's when I found out that Zipcar was trying to charge me the overage miles of ****** miles which there was no way I could have travel that far within this time period. (I would have had to travel from my home location all the way to ************ and without making any stop, come back right away which is outside of common sense) I only traveled between my home location in ******* ** to **********, then from there to downtown ********* to have dinner, then again to *******, ** and finally, to the home location in *******, **. That would have been ************************************************************* this rental. They said the matter has been escalated but to this day, I haven't heard anything and my repeated attempted to contact the business to resolve this hasn't gone anywhere at this point. I need the proof that I traveled that far (which I know there is none) and looking for immediate restoration of the account with zero balance for this inconvenience.Business response
06/25/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied to Zipcar hoping to get approved !! I was told to submit a photo of me holding my license in which I did via email ! Days later no response ! So I created a new one and was immediately rejected ! My license is in great standards and I am eager to become apart of this wonderful car sharing community !Business response
06/25/2024
We are actively working with the applicant to resolve the matter.
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